Customer Service Manager, EB Operations - HSBC Life

HSBC is one of the world's largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through three global businesses: Wealth and Personal Banking, Commercial Banking, Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East, Africa, North America, and Latin America.

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to achieve your ambitions. Come and work with us and you'll have opportunities to build connections with colleagues and customers worldwide and help build the bank for the future.

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Customer Service Manager, Employee Benefits Operations, HSBC Life .

Principal Responsibilities

• Lead the development of service excellence standards, framework and delivery to drive customer advocacy from Employee Benefits Operation perspective
• Ensure alignment with business strategy to deliver our strategic intent and business goals
• Implement changes and initiatives as required by Group Insurance, HSBC and Strategic Partners
• Support and manage Daily Operational Activities
• Ensure agile operating model from capacity perspective in accommodating business demand and unexpected volume spike
• Implement and maintain robust management on Third Party Administration (TPA) including issue, complaint and operational risk reporting management
• Oversee the responsible operational areas including support in the escalation and resolution of any issues identified
• Ensure compliance of HK Insurance and regulators with requirements relating to Business Continuity Plans, outsourcing management and other cross business line operational activities
• Ensure other HSBC Departments to provide effective support to outsourced operations and business initiatives

• Solid working experience in customer service in life or medical insurance
• Knowledge on Employee benefits products (e.g. group life) and back office operations
• Proven and progressive experience preferably incorporting business operations management principles (including service quality, business control and continuous improvement activities etc.)
• Excellent understanding of quality assurance, control, metrics and continuous improvement
• Strong analytical skills to understand to translate, simplify and proritize the requirement as well as root cause analysis for remedial actions and preventive measures
• Strong communication and interpersonal skills required, including the ability to form effective relationships and achieve influence at the most senior level in the organisation
• Understand and interpret complex business and Hong Kong Insurance requirements (including regulatory requirements)
• Ability to work within an environment of different cultures

You'll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.